Customer Experience Program Coordinator

The City of Redmond is a thriving, culturally diverse community, and home to over 80,000 residents. Redmond is the hub of an array of commerce and industry ranging from technology, aerospace, and gaming to biomedical and innovation start-ups.

Are you proactive and organized with a passion for customer service? We are seeking a skilled and motivated individual to join our team as our Customer Experience Program Coordinator. As a Customer Experience Program Coordinator, you will have a key role in customer service team functions, community center operations, and recreation software oversight. But that’s not all! You’ll also be a friendly face at the front desk, providing top-notch customer support to our visitors. 

In this role, you will be joining a Parks and Recreation Department with a vision to serve and connect Redmond through innovative, sustainable, and inclusive experiences and spaces. Parks and Recreation strives to enrich lives and build communities through stewardship and sustainable practices. That is why our Customer Experience Program Coordinator is such an important role in our Parks and Recreation department. As our Customer Experience Program Coordinator, you will plan, develop, implement, and manage the recreation registration software program, SmartRec, and schedule, lead, and motivate a team of supplemental employees. This is a fantastic, full-time position for someone who has worked in a recreation, customer service, or administrative setting and has a passion for serving the community. This position requires a significant amount of public interaction and is often the first line of contact for the public regarding Parks activity offerings.

This is an onsite position.

This position is full-time and might require some weekends and evenings.

• Provide an excellent customer experience in person, on the phone, and through email for multiple lines of City business.
• Schedule, motivate, and lead team of supplemental staff on the Customer Experience team.
• Act as the main point of contact and/or liaison with responsibility for the ongoing assessment, design, development, implementation, promotion, maintenance, and evaluation of recreation registration software, SmartRec.
• Monitor, track, and maintain metrics and analytics relevant to programs. 
• Serve as a technical resource and assist a variety of customers including residents, businesses, staff, and city leadership with the details and information regarding Customer Experience programs. 
• Identify and customize innovative trends and ideas that are consistent with strategies and guidelines.
• Work collaboratively with internal and external customers to establish and maintain relationships and/or shape, frame, and promote City efforts.
• Partner with and assist program assistants, coordinators and/or supervisors to ensure success of Customer Experience programs, including scheduling and project management.
• Maintain oversight and management of daily operations, activities, and logistics, such as schedules, locations, data, resources availability, procurement, facility maintenance, site supervision, set-up, break down, etc.
• May coordinate the activities of staff, volunteers, and participants 
• May represent the city at offsite and regional events.
• Other duties as assigned.

More About You:

• You are organized and independent: You should thrive in a structured environment and be capable of managing multiple tasks efficiently. 
• You have strong sales and customer experience knowledge: A high level of knowledge in sales and customer service will help you excel in this role. 
• You are customer-centric: Providing exceptional service and ensuring customer satisfaction should be at the core of your work ethic. 
• You are a strong communicator: Excellent communication skills, both written and verbal, will be essential for effective coordination and collaboration

Education and Experience

• Three years’ experience in program coordination and development, 
• High school diploma or equivalent; college degree or coursework preferred
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities 

Licenses and Certificates

• Valid Washington State Driver's License
• Valid First Aid & CPR certifications (must be obtained within 6 months of hire)

Other

This class description describes the general nature of the work performed, representative duties as well as the typical qualifications needed for acceptable performance. It is not intended to be a complete list of all responsibilities, duties, and skills required of the job.

Please review the Program Coordinator job description for more information about the knowledge, skills, abilities, working conditions, and physical requirements.

Selection Process

• All applicants will be notified of their application status. 
• Top candidates will be contacted to participate in the next phase of selection process, which may include testing and/or an interview. 
• Note, the City may review existing application pools to fill this position or use this pool to fill future vacancies.

Offers of employment are conditional based on the candidate successfully passing both background and reference checks. Internal candidates are subject to passing a new background if the previous check was conducted more than six months ago.

Additionally, new hires relocating to the area are required to have Washington State residency within 30 days of their start date to comply with payroll tax purposes.

• All applicants will be notified of their application status. 
• Top candidates will be contacted to participate in the next phase of selection process, which may include testing and/or an interview. 
• Note, the City may review existing application pools to fill this position or use this pool to fill future vacancies.

Offers of employment are conditional based on the candidate successfully passing both background and reference checks. Internal candidates are subject to passing a new background if the previous check was conducted more than six months ago.

Additionally, new hires relocating to the area are required to have Washington State residency within 30 days of their start date to comply with payroll tax purposes.

BENEFITS: 

Our employees earn competitive wages and enjoy an exceptional benefits package that includes:

• MEDICAL INSURANCE - Choice of two plans for employees and their eligible dependents: Premera or Kaiser Permanente. All employee healthcare premiums paid for by the City of Redmond.
• PRESCRIPTION DRUG INSURANCE - Included with each medical plan
• DENTAL INSURANCE - For employees and their eligible dependents
• VISION INSURANCE - For employees and their eligible dependents
• OTHER INSURANCE - Life, accidental death & dismemberment insurance, short and long-term disability, optional employee-paid voluntary life insurance
• FLEXIBLE SPENDING ACCOUNTS - For tax savings on healthcare and dependent care expenses
• PAID VACATION & HOLIDAYS – with (13) paid holidays per year
• EMPLOYEE ASSISTANCE PROGRAM (EAP)
• RETIREMENT PLANS - Department of Retirement Systems (DRS) plus additional options that include: Municipal Employees Benefit Trust (Social Security replacement plan) and MetLife 457 Plan
• Annual COLA adjustments
• Annual merit increases of up to 5%

To learn about benefits at the City of Redmond, please visit C2MB (ajg.com)

Salary : $83,556 - $112,800